AccountId: 011433970860
ContactId: 3e9f84c3-95bb-44b4-8de7-7666bd12ff42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199820 ms
Total Talk Time (AGENT): 67265 ms
Total Talk Time (CUSTOMER): 57256 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/3e9f84c3-95bb-44b4-8de7-7666bd12ff42_20250324T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Medford Primary care.
[CUSTOMER][NEUTRAL] I am calling for eligibility and benefits for patients.
[AGENT][POSITIVE] OK, I can help you with eligibility and benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is spelled uh [PII] uh good number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes sir
[CUSTOMER][NEUTRAL] Yes ma'am it is 02512556.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment of basic outline of the policy. I show [PII] is active and effective [PII].
[AGENT][NEUTRAL] And then was this for outpatient services?
[CUSTOMER][NEUTRAL] Uh this is a PCP office visit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does he have a term date?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, no, I show you the active.
[CUSTOMER][POSITIVE] OK perfect um he does have uh
[AGENT][NEUTRAL] Oh no. Let me see.
[AGENT][NEUTRAL] Let me see if he has um benefits for that.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, let's see, I'm looking, you'll give me one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] on the
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So for his plan, the office visit itself is not covered, but if he did have procedures or treatment in the office that is a covered benefit which that benefit is.
[AGENT][NEUTRAL] That's 1500 per calendar year.
[CUSTOMER][NEUTRAL] OK, so it's only covered for procedures.
[AGENT][NEUTRAL] Yes, procedures, yes.
[CUSTOMER][NEUTRAL] OK, not, uh, not PCP, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, so I would not add it. OK, perfect, thank you so much for your help. I would just need a reference number for the call, please.
[AGENT][NEUTRAL] Um, reference number is my first name and last initial, [PII], D as in dog, today's date. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, that would be all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.
[AGENT][NEUTRAL] Bye.